Your company has a very busy support helpdesk. Tickets volumes are high. Support agents are backlogged. Your team budget feels stretched. Are these signs telling you something? Maybe it’s time to open a self-service channel for your employees. It’s hard to know when the right time is to launch such…
Posts Taggedself-serve
Why self-serve support and Slack go hand-in-hand
Companies that depend on a centralized body of knowledge to propel productivity know that you can build a robust, comprehensive, validated and accurate body of knowledge to power self-serve support, but if you don’t make it easy to access where people work, it will collect dust. For this reason, knowledge…
Why knowledge management is a mission critical integration for the DevOps workflow
DevOps has captured the imagination of an entire generation of tech professionals with its irresistible allure and promises of hyper-efficiency and highly. But what is Devops exactly? We love the definition that Alessandro Diaferia shared in a recent blog and his Twitter account: Practically speaking, DevOps is a term that…
Turning your Confluence workspace into a robust self-service support tool
Confluence is a popular choice for many teams that are looking for a tool to centralize organizational documentation. Popularized by technical teams, Confluence is now finding a home in more teams including customer support and HR/People-ops. What is internal self-serve support? Internal self-serve support is when when employees can solve…
Accessing a company knowledge base while working remotely
The COVID-19 Coronavirus outbreak has pushed companies from around the globe into a sudden and unexpected remote-working experiment in an attempt to contain the spread of the virus. Remote work requires employees to be armed with a full stack of tools that enables them to meet their daily work goals…
Designing your support desk to maximize ticket deflection
Ticket deflection is when a customer service or IT helpdesk ticket is avoided by way of a self-serve help mechanism. This means that an employee will be able to solve their own issue without requiring the intervention of a support professional or a service ticket being created. By allowing your…
Fixing Frequently Asked Questions in Slack
A show of hands if you’ve never seen this in your Slack workspace before… Nobody? Shocking… When Slack was born, it was a watershed moment for frequently asked questions just like this. It gave them a new home and IT Managers and Support Teams rejoiced with a nice tidy new…